Iconic omnichannel retailer expands next-gen digital customer experiences with eGain

SUNNYVALE, Calif., Aug. 20, 2020 (GLOBE NEWSWIRE) -- eGain (NASDAQ: ), the leading provider of customer engagement solutions, today announced that a leading omnichannel retailer is now offering expanded self-service powered by eGain.

The company selected eGain for its deep product capabilities and quick business value. With shoppers going digital in a hurry in the pandemic, the company needed to rapidly expand customer self-service, while controlling operating costs.

In a matter of weeks, eGain helped launch virtual assistance and customer messaging to complement existing live chat and knowledge-based customer engagement. Going beyond “meet and greet,” the virtual assistant resolves a broad range of questions on orders, returns, product selection, and store location. Integrated with transactional systems, it now successfully resolves 45% of customer contacts, delivering quick value and improved customer experience.

The retailer’s contact center agents use eGain’s digital-first omnichannel desktop to resolve escalated customer issues. Agents loved the modern UI and adopted it with zero training.

“We are thrilled to enable contactless commerce with our easy-to-activate virtual assistant and messaging capabilities, powered by AI and Knowledge on our omnichannel platform,” said Ashu Roy, eGain CEO.

More information

eGain Virtual Assistant:

eGain SuperChat:

eGain Messaging Hub:

eGain AI Knowledge:

eGain Suite:

eGain Innovation in 30 Days™:

About eGain

Our omnichannel customer engagement solutions power digital-first experiences for leading brands. Infused with AI, machine learning, knowledge and analytics, our award-winning platform helps clients automate and optimize customer journeys via virtual assistance, messaging, social, mobile, web, and contact centers. To learn more about eGain, visit .

eGain, the eGain logo, and all other eGain product names and slogans are trademarks or registered trademarks of eGain Corp. in the United States and/or other countries. All other company names and products mentioned in this release may be trademarks or registered trademarks of the respective companies.